Independent · not part of Canterbury City Council
Canterbury City Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Canterbury City Council: the repairs phone numbers, reporting a repair online, and how long the council has to fix it.
Other names: East Kent Housing
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: canterbury.gov.uk
Has Canterbury City Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Canterbury’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Canterbury’s repair line is here.
How to report
Reporting a repair to Canterbury City Council
- 01Phone or report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Canterbury misses its own target, complain. You may also be able to claim.
- Communal boiler roomsReport to Robert Heath Heating Limited using the online repair form, or call 020 3764 3959.
Timescales
How long Canterbury City Council has to fix it
Canterbury doesn’t publish repair targets on its website. These are the legal limits under Awaab’s Law.
| Type of repair | Canterbury’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Damp and mould that’s a significant risk | Not published | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a repair and it still isn’t fixed? You could claim compensation.
Start your claimYour options
If Canterbury City Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Canterbury for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to the council
This can get the council to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order the council to put things right.
How to complain to CanterburyYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to the council
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to the council
Acknowledged within 5 working days, with a reply within 10 working days of that.
- Stage 2
Ask for a review
Another officer reviews your case: acknowledged within 5 working days, with a reply within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Canterbury’s record
How Canterbury City Council performs on repairs
Oct 2025: The regulator found serious failings: the council did not have up-to-date information on the condition of most of its homes, could not say how many met the Decent Homes Standard, and was not keeping up with health and safety checks and follow-up work.
of Canterbury tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Canterbury in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 15 October 2025; Canterbury tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Contacts
Canterbury City Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Canterbury City Council repairs: questions
What is Canterbury City Council’s repairs number?
01227 202321 (Repairs line (Cardo)) or 0800 987 4033 (Gas, heating and hot water (Sure Serve)). The council’s repairs contractor Cardo, for general household and shared-area repairs, and water or electricity problems.
Can I report a repair to Canterbury City Council online?
Yes, at forms.canterbury.gov.uk. Online repair form for general household and shared-area repairs, and communal boiler rooms. Gas and heating repairs in your home go to Sure Serve by phone. You can register for an account to track progress.
What does Awaab’s Law mean for Canterbury City Council tenants?
Since 27 October 2025, the council must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire.
How do I complain about a repair to Canterbury City Council?
Complain to the council first, online or by phone on 01227 862000. Acknowledged within 5 working days, with a reply within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Canterbury City Council?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Canterbury City Council for you. It’s free to check.
Start your claimIs Report Repair part of Canterbury City Council?
No. Report Repair is independent and not part of Canterbury City Council or any council or housing association. We show Canterbury’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What the council has to fix, by problem
Not Canterbury?
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Reported a repair to Canterbury City Council and still waiting?
About 2 minutes. No documents. Free to check.